Creating Tickets
Tickets are how support requests are captured and tracked in PMSuite. A ticket records who raised the request, what it is about, which team and agent own it, and — optionally — which project it relates to, all in one trackable record. This article covers the ticket creation form and what happens once a ticket is saved.
Who can use it
- Company Admins and users whose role grants ticket permissions can create tickets for any requester.
- Employees can raise tickets from inside the workspace.
- Clients can be recorded as the requester on a ticket, and can submit requests themselves through the Public Ticket Form.
Visibility of tickets after creation is governed by the Ticket Visibility Setting tab in Ticket Settings and by your Roles & Permissions. If a user cannot see a ticket they expect to see, check permissions first and have them log out and back in — permission changes do not always apply to an already-active session.
Prerequisites
- The Tickets module must be enabled for your company in Module Settings. If it is disabled, users are redirected rather than shown a permission error.
- At least one Ticket Group should exist so tickets can be routed to a team. See Groups & Agents.
- Ticket Agents should be assigned to those groups.
- Ticket Types should be configured if you want tickets categorised. See Ticket Types.
All four are configured under Settings → Ticket Settings, which has these tabs: Ticket Agents, Ticket Groups, Ticket Types, Ticket Channel, Reply Templates, Round Robin, Ticket Visibility Setting.
How to Access
- Ticket list: sidebar → Workspace → Tickets (
/account/tickets) - Create form:
/account/tickets/create— reachable from the create action on the ticket list, or from the global quick-create menu ("Create Ticket").
Filling in the ticket form
The create form is grouped into the main ticket details plus an Other Details section for supplementary information.
1. Requester
Choose whether the requester is a Client or an Employee. This controls who the ticket is raised on behalf of; both options are supported.
Then complete:
- Requester Name — the client or employee the ticket belongs to.
- Contact Name — an additional contact for the request, where relevant.
2. Routing: Assign Group and Agent
- Assign Group routes the ticket to a team rather than an individual. This is useful when you want triage to happen before ownership is finalised.
- Agent assigns the ticket to a specific person.
If you would rather not assign every ticket by hand, enable Round Robin in Ticket Settings — it distributes new tickets across available agents automatically.
Client submitters do not see the internal Ticket Group dropdown; group routing is an internal-only control.
3. Project
Optionally link the ticket to a Project. Linked tickets also appear on that project's Tickets tab, so project owners can see support activity alongside tasks, invoices, and discussions.
4. Type
Select a Type to categorise the request. The available values are those your company has defined under Ticket Settings → Ticket Types — see Ticket Types.
5. Subject and Description
- Subject — a short, specific title. Agents scan subjects when triaging, so "Payroll calculation incorrect for overtime hours" is far more useful than "Help needed."
- Description — the full detail of the request: what happened, what was expected, any error text, and the steps that led to it.
6. Attachments
Use the File upload control to attach screenshots, documents, or logs. PowerPoint files (.pptx and .ppt) are accepted alongside the usual document and image formats.
7. Other Details and custom fields
The Other Details section holds supplementary information. If your company has added ticket Custom Fields (Settings → Custom Fields), they appear here, and the values submitted are displayed under their proper field labels on the saved ticket.
8. Save
Save the form to create the ticket. It then appears in the ticket list at /account/tickets.
Effect on other features
- Ticket list and search — the new ticket is listed at
/account/ticketsand can be found by searching, including by the requester's company name. - Project record — if a project was selected, the ticket shows on that project's Tickets tab.
- Employee record — tickets appear on the employee's Ticket tab, and the employee profile stats panel counts open tickets.
- Dashboard — open tickets feed the Open Tickets metric on the dashboard.
- Notifications — Support Ticket is one of the configurable notification events in Settings → Notification Settings, so ticket activity can trigger email and Slack alerts. Slack alerts are delivered through the incoming-webhook connection configured on the Slack tab at Settings → Notification Settings (one-way, PMSuite → Slack).
- Replies — once created, the conversation continues through Ticket Replies, where customer replies and internal admin replies are visually distinguished by badges.
Limitations
| Limitation | Workaround |
|---|---|
| Client submitters cannot pick the internal Ticket Group. | An admin or agent sets the group after the ticket arrives, or enable Round Robin to assign an agent automatically. |
| Tenant admins cannot close a ticket from the reply form. | Change the ticket's status from the ticket record itself, not from the reply box. |
| The Type, Group, and Channel dropdowns are empty if nothing has been configured. | Add the missing values under Settings → Ticket Settings before creating tickets in bulk. |
| Email-to-ticket intake has been built but is undergoing technical refinement. | Use the Public Ticket Form for external requesters, or create the ticket manually and record the intake channel using the Channel value. |
Troubleshooting
The Group or Agent dropdown is empty. No ticket groups exist yet, or no agents have been added to them. Ask a Company Admin to configure Ticket Agents and Ticket Groups under Settings → Ticket Settings — see Groups & Agents.
Opening Tickets redirects me instead of showing an error. The Tickets module is likely disabled for your company. A Company Admin can re-enable it in Module Settings; users are redirected rather than shown a permission error when the module is off.
A colleague cannot see the ticket I created. Check the Ticket Visibility Setting tab in Ticket Settings, then their role under Roles & Permissions. After changing a permission, have them log out and log back in — an active session may keep the old permissions.
Custom-field answers look unlabelled or out of place. Confirm the fields are defined for the Ticket module under Settings → Custom Fields. Submitted values are displayed under their proper field labels on the saved ticket.
A client says they never received an email about their ticket. Check that Receive Email Notifications is toggled ON for that client record — this is the most common cause of missing client notification emails.